Head of Customer Experience (CX)
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
**Key Responsibilities** **CX Strategy \& Leadership** * Define and own the **end‑to‑end CX vision, roadmap, and operating model** * Act as the executive owner of customer outcomes across all functions * Embed customer centricity into strategic planning, governance, and KPIs **Performance \& Outcomes** * Own CX performance metrics (NPS, CSAT, CES, complaints, retention) * Translate customer insights into enterprise‑wide improvement priorities * Report CX performance and r
Key Skills for This Role
Full Job Posting
CX Strategy & Leadership
- Define and own the **end‑to‑end CX vision, roadmap, and operating model**
- Act as the executive owner of customer outcomes across all functions
- Embed customer centricity into strategic planning, governance, and KPIs
Performance & Outcomes
- Own CX performance metrics (NPS, CSAT, CES, complaints, retention)
- Translate customer insights into enterprise‑wide improvement priorities
- Report CX performance and risks to executive leadership
Cross‑Functional Enablement
- Partner with Operations, Medical, IT, Digital, Compliance, and Sales
- Champion CX investment cases and prioritize improvement initiatives
- Lead CX culture, capability building, and leadership engagement
Governance & Compliance Oversight
- Ensure CX practices comply with healthcare, privacy, and regulatory requirements
- Sponsor CX governance forums and decision frameworks
Experience & Skills
- 10+ years in CX, Operations, Strategy, or Transformation
- Senior leadership experience in healthcare, insurance, or regulated services
- Proven CX transformation and stakeholder influence
- Strong commercial, regulatory, and customer advocacy balance
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.*Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.*
*If* *you require reasonable accommodation in completing the online application process, please email:* *SeeYourselfEMEA@cigna.com* *for support.
Do not email* *SeeYourselfEMEA@cigna.com* *for an update on your application or to provide your resume as you will not receive a response.*
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at The Cigna Group
Executive Assistant
Dubai, UAE
About Us Cigna healthcare is a global health service company with roots in the US, serving more than 180 million customers and patients throughout the world. We deliver quality health care through choice, predictability,
Executive Assistant
Dubai, UAE
ABOUT US: Cigna healthcare is a global health service company with roots in the US, serving more than 180 million customers and patients throughout the world. We deliver quality health care through choice, predictability
Executive Assistant
Dubai, UAE
ABOUT US: Cigna healthcare is a global health service company with roots in the US, serving more than 180 million customers and patients throughout the world. We deliver quality health care through choice, predictability
Senior Compliance Officer
Riyadh, KSA
Position: Senior Compliance Officer Reports to: Head of Compliance, Cigna Saudi Arabia Branch Department: Compliance Department About Cigna Cigna is a global health service company dedicated to improving health, well-bei
Quality Review and Audit Analyst - UAE National
Dubai, UAE
Delivers basic technical, administrative, or operative Quality Review/Audit tasks. Audits and reviews the accuracy of routine case processing activities such as: claim or commission payments, premium collection and accou
Senior Compliance Officer
الرياض, KSA
Position: Senior Compliance Officer Reports to: Head of Compliance, Cigna Saudi Arabia Branch Department: Compliance Department About Cigna Cigna is a global health service company dedicated to improving health, well-bei
Senior Compliance Officer
الرياض, KSA
Position: Senior Compliance Officer Reports to: Head of Compliance, Cigna Saudi Arabia Branch Department: Compliance Department About Cigna =============== Cigna is a global health service company dedicated to improving
Quality Review and Audit Analyst - UAE National
Dubai, UAE
Delivers basic technical, administrative, or operative Quality Review/Audit tasks. Audits and reviews the accuracy of routine case processing activities such as: claim or commission payments, premium collection and accou
Executive Assistant
Dubai, UAE
Executive Assistant
Dubai, UAE
Executive Assistant
Dubai, UAE
Senior Compliance Officer
Riyadh, KSA
Quality Review and Audit Analyst - UAE National
Dubai, UAE
Senior Compliance Officer
الرياض, KSA
Senior Compliance Officer
الرياض, KSA
Quality Review and Audit Analyst - UAE National
Dubai, UAE